Unbelieveable.....

On the 4th May`15 , I went to Nedbank Gezina branch to send back a debit order and to my surprise I can`t do it because it`s a Nedbank product,and can`t be send back ? Double deduction and for the previous month not being honoured and charge for it. After phoning Nedlife consultant and spoke to Michael Pillay ,first of all very rude , said the policy will be cancelled and will be refunded 3-5 working days. Not accepting this and No reference number I went back to the Gezina branch and spoke to Sheldon being a consultant at the branch phoned her(Michelle Pillay ) and confirm this as well , No reference number and must wait for refund. I phoned again on 12thMay and spoke to Michael Pillay,left a message and she called me and said the refund will be done. Being now 16thMay and still No response or sms or any communication when the money will be credited and the policy cancelled. I must just take their word for it. This is just shocking that I have to wait and follow up ... but if I`m overdue on my account immediately, sms and phone call and even been charged for it. Can you resolve this matter ASAP !